21 Jul 2010
Two smiling faces at Frias Properties of Aspen got quite a surprise on Tuesday, July 20, when they were named the monthly winners of the aStars of the Montha award from the Aspen Chamber Resort Association (ACRA).
Unsuspecting front desk manager Alleyn (Lynn) Armstrong and front desk agent Samara Decker were pleasantly surprised when a group of staff assembled at the front with Dorothy Frommer, ACRAas director of guest services, to make the announcement.
The award is part of the chamberas aFaces of Aspen/Snowmassa program and is awarded monthly during the summer and winter months to deserving local employees. But, Frommer said, the award represents more than just one employeeas hard work.A A
aWhen we honor an employee, we honor the business they work for,a Frommer said.
Frias Properties, 730 E. Durant Ave., is the largest rental and real estate property management company in Aspen, with roots in the valley since the early 1970s. It is operated by long-time locals and co-owners Chuck Frias and Tim Clark, along with a dedicated staff.
Clark said having a great front desk team is critical to the success of Frias Properties.
aThe essence of sustainable business is customer service,a Clark said. aIt is the sincere interest in anotheras well being and a smile that will keep customers referring and returning to your business. We see that the aGolden Rulea certainly applies to great customer service which adds value and sustainability to any organization.a
According to an ACRA, the five basics of outstanding guest service are immediate recognition of the guest; a warm, friendly greeting; listening closely and responding to a guestas needs appropriately; thorough knowledge of your companyas product; and consistent follow through. Armstrong said those are the philosophies incorporated at the Frias front desk.
aExcellence in service is job one,a Armstrong said, afor every guest, every customer and every employee.a
Decker said the main challenge is to handle guest and owner requests as soon as something comes up.
aThe goal is to direct all requests to the proper personnel and then follow up on those requests,a Decker said. aWe want to make any unhappy guest or owner satisfied in the shortest amount of time possible. The biggest reward is making people happy.a
Both agree that, ultimately, itas all about the aAspen experience.a
aWe make every attempt to answer all our guestas questions to make sure they have the best time possible while theyare in Aspen,a Decker said. aWe want to make sure our owners and guests have all the materials they need to make their vacation to Aspen the best it can be.a
aWe want to make everyone feel as if nothing compares to Aspen,a Armstrong said. aWe have the best mountains, the best properties and the best service.a
As part of the honor, Armstrong and Decker will each receive an engraved plaque and a check from ACRA.
Armstrong has been with the company for 3 A1/2 years. She previously lived in the Kansas City area and worked for the American Red Cross. Front desk agent Samara Decker has been with Frias for 18 months and previously worked in the valley for more than 5 years.